Leadership: Implementing Continuous Improvement at E OfficeWorx Report

This report focuses on the implementation of continuous improvement processes within E OfficeWorx, exploring the benefits such as reduced employee turnover, improved customer service, and increased employee engagement. It details various models like TQM and Six Sigma, emphasizing the use of data and statistical analysis to drive changes. The report also outlines the development of a continuous improvement policy, including its purpose, scope, principles, and the specific tools like feedback forms and online surveys used to measure and encourage staff participation. It highlights the importance of performance coaching and staff motivation to ensure the successful implementation of these processes, with the overall goal of enhancing efficiency and addressing customer complaints effectively. The report also includes a section on continuous development tools and references to supporting literature.

Leadership

Table of Contents
TASK 2............................................................................................................................................1
REFERENCES................................................................................................................................2

TASK 2
Part A
The benefit of implementing continuous improvement process is it lower employee
turnover as their efficiency is increased. Also, it improves the customer services and process.
Another benefit is process allows employee to remain engaged with their work. They also
participate in decision making. The organisational cultural is improved as well.
There are various models available which helps in improving business efficiency and
process. The models and concepts are applied by business to enhance productivity. They are
described below :-
TQM- This approach can be applied to bring overall changes in organization. It helps in
enhancing quality of services, fastening process, methods, etc. (Glatthorn and et.al., 2018)
Moreover, TQM focuses on brining continuous improvement in procedure, product, etc. so that
efficiency is enhanced. Another feature of TQM is it improves product quality as well.
Six sigma - Here, statistical data and information is obtained and interpreted. This is done to
determine changes required in process. It is done by using tools and techniques. The approach is
similar to TQM but it uses data to make changes.
In E OfficeWorx six sigma can be implemented. This is because it will help solving
customer’s complaints quickly and reducing waiting time. For this strategy needs to be
developed. Here, goals can be formed and process of customer service is modified. It will help in
addressing issues of company. There are various continuous improvement tools that can be
implemented in model. By this it will be easy to measure improvement. The tools are feedback
form, online survey, A3 and PCDA cycle.
In order to implement six sigma and improvement tools, it is necessary to encourage
staff. Also, they should be involved in decision making so that performance can be measured. In
E OfficeWorx staff can be motivated by providing them benefits by comparing their
performance. This will boost their morale and they will engage in decision making. The data and
information related to processes will be displayed on system. Employees will be informed about
it by conducting meetings (Blanchard, 2018). The mechanism followed to obtain feedback from
customer, suppliers, staff feedback will be taken weekly through survey. In that they will be
given certain question to be answered.
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It is important to implement six sigma and identify improvements. Thus, by performance
coaching it can be ensured that staff is able to support this process. In that they will be guided by
managers. The company can follow strategy to motivate and analyze. In that staff can be
motivated to implement process. Moreover, performance can be analyzed of staff that whether
process is improved or not.
2 Continuous improvement policy
In E OfficeWorx a continuous improvement policy is formed to ensure that continuous
improvement process is implemented.
Purpose of policy - The purpose of policy is to ensure that process is implemented successfully.
Scope of policy - The scope of policy is it will support staff in implementing this process in
other areas as well in future.
Principles - In policy there are certain principles related to continuous improvement which are
as follows :-
 Maintaining integrity and honesty in solving issues
 Focus on continuous improvement
Continuous improvement model- The model implemented is six sigma.
Continuous improvement implementation – It will be implemented to help solving customer’s
complaints quickly and reducing waiting time.
Staff participation and communication- In this customer service staff and manager will
participate. Furthermore, feedback form will be used to support continuous improvement
process.
Tools – feedback form and online survey
Responsibilities - The responsibility of customer staff is to report to General manager. Each
staff is responsible to take customer feedback. The managers will organize weekly meeting with
staff and evaluate their performance. For this certain standards will be set.
3 Continuous development tools
There will be two continuous development tools used such as are feedback form and
online survey. They will be used to record staff performance. By this it will be easy to identify
which staff performance is better (Clinton, 2018). Moreover, it will help in determining if there
is improvement in solving issues or not. The entire report can be developed that in each month
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how many complaints were recorded, how quickly they were solved, etc. the tools are also
mentioned in policy.
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REFERENCES
Books and Journals
Blanchard, K., 2018. Leading at a higher level: Blanchard on leadership and creating high
performing organizations. FT Press.
Clinton, R., 2018. The making of a leader: Recognizing the lessons and stages of leadership
development. Tyndale House Publishers, Inc..
Glatthorn, A.A. and et.al., 2018. Curriculum leadership: Strategies for development and
implementation. SAGE publications.
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